Retirement Services Associate

Five Star Solutions•Killeen, TX

17h•Remote

About The Position

The Retirement Services Associate supports retirement plan participants with distribution and account inquiries in a fast-paced, customer-focused service environment. The role handles participant communications, resolves questions and issues involving benefit programs and retirement benefit payments, and documents cases and transactions. Associates use multiple systems, including Amplify, Microsoft Office, and Salesforce, and may conduct web-based client training. This is a remote position for people who reside in one of the listed states: AL, FL, GA, ID, IA, IN, KS, LA, MI, MS, MO, NE, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, or WY. Equipment is provided. Employees must have verified, secure, reliable, dedicated high-speed internet and an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection. The position is full-time, 40 hours per week. Work availability is required between 7:00 a.m. and 7:00 p.m. CST, Monday through Friday. Paid training typically lasts one week, from 8:00 a.m. to 5:00 p.m. CST. Pay is $15 per hour, with a $1-per-hour shift differential for nights and weekends.

Requirements

Must be at least 18 years of age.
A background check applicable with state and federal laws will be required.
One year of previous customer service, call center, or office experience is preferred.
Strong verbal and written communication skills.
Comfortable working with billing and account information.
Strong attention to detail.
Ability to navigate multiple computer systems.
Professional and empathetic approach to customer concerns.
Reliable attendance and punctuality; commitment to scheduled hours.
Ability to work independently and as part of a team.
Must be comfortable cross-training on other accounts.
Ability to maintain confidentiality at all times.
Strong active listening, problem-solving, organizational, and team collaboration skills.
Ability to remain calm and professional in a fast-paced, team-based environment, including de-escalating challenging calls.
Ability to interpret requests, resolve them within required timeframes, and manage competing priorities.
Quick learner able to navigate proprietary and commercial systems supporting benefit-related data and websites.
Basic understanding of laws and regulations relating to employee benefits, particularly benefit distribution issues.
Proficiency in Salesforce or another CRM and Microsoft Office, including Excel, Word, and Outlook.
Must have verified, secure, reliable, dedicated high-speed internet and an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.

Nice To Haves

Previous customer service, call center, or office experience is preferred.
Background in finance or retirement services.
Ability to identify process failures and recommend improvements.

Responsibilities

Handle inbound participant calls, emails, and voicemails professionally and provide accurate answers to basic inquiries.
Resolve client issues, concerns, and inquiries regarding benefit programs and procedures.
Respond to inquiries related to retirement benefit payment issues in a fast-paced service center environment.
Conduct web-based training sessions for clients as needed.
Escalate client or customer issues to supervisors or managers when necessary.
Use multiple applications, including the Amplify website, Word, Excel, and Salesforce, to manage client inquiries and transactions.
Accurately and thoroughly document cases in Salesforce case management.
Promote online reviews when appropriate.
Create Salesforce tickets for check copies, 1099-Rs, stop/reissue of funds, and related requests.
Assist with filing, record maintenance, and document imaging.
Develop a strong understanding of company operations and client needs.
Participate in scheduled and ad hoc training sessions to enhance knowledge and skills.
Provide back-up support for participants and account holders.
Perform other duties as assigned.